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NACR, CallCopy, to Promote VoIP, UC, Call Center Solutions

November 19, 2008

By Jyothi ShanbhagTMCnet Contributor

CallCopy, Inc. reportedly has entered a strategic alliance with NACR to promote its contact center solutions to NACR’s wide network of more than 400 employees and sales offices located throughout the nation.

Under its agreement, NACR will promote and distribute CallCopy’s (News - Alert) contact center solution called “cc: Discover” to its customer base. The solution is designed to offer lower total cost of ownership for the small and medium-sized business while delivering a scalable, cost-effective solution that meets the contact recording and quality management needs of the large enterprise.

According to Barb Courneya, NACR’s national contact center technology director, whether for customer service, training or compliance, there is a definite need in the market for good call recording and quality monitors solutions.

“We have a reputation of providing best-of-breed products and services,” Courneya said. “By building a strategic alliance with CallCopy, we enhance our call recording and quality monitoring offerings and are able to meet the needs of customers that require a more flexible solution that can grow with their business. We look forward to working closely with CallCopy, and leveraging cc: Discover to help solve customers’ challenges.”

This alliance will allow NACR to use CallCopy’s pre-sale and post installation sales and technical support, as well as joint marketing efforts, sponsorship opportunities and shared marketing and sales collateral.

CallCopy says its cc: Discover suite will help contact centers monitor agent-customer interaction using both voice and desktop recordings. It combines call recording technology with quality management tools such as speech analytics, surveys, and other useful applications, and helps companies to determine the issues that drive customers to contact the base center, CallCopy officials say.

According to Ed Porter, director of partner programs at CallCopy, NACR has a strong reputation in the marketplace as a customer-centric company, and its team has a firm understanding of the needs of contact centers, particularly Avaya users.

“Despite having other call recording and quality monitoring applications among its solutions offerings, NACR liked the scalability and flexibility of cc: Discover to meet the needs of small and medium-sized businesses, as well as large enterprises,” Porter said. “Our proven solutions were built by call center professionals, so they were developed to align perfectly with industry needs and to be the most user-friendly solutions on the market.”

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

Jyothi Shanbhag is a contributing editor for TMCnet. To read more of Jyothi's articles, please visit her columnist page.

Edited by Michael Dinan

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